Rialto Escalation Process

Please use this escalation process whenever you encounter an issue while working in Rialto or on anything Rialto-related.

Scenario	Action
You encounter an issue with Rialto	Sign into the PQ/Ex Libris Support Center and open a ticket: Platform/Service: choose Ex Libris Product/Service Name: choose Rialto
The vendor's proposed solution requires that you configure your Rialto or Alma platform, and you don't know how to do it	Colleges participating in the OCLS Alma Primo VE cost recovery service can contact the OCLS Help Desk helpdesk@ocls.ca for support with their Alma IZ. Otherwise, respond to the ticket to request assistance with the configuration settings.
The vendor does not respond to your ticket or their response is not helpful	Email mng@ocls.ca with the ticket number. I will escalate your issue with the vendor and monitor its progress. The vendor will continue working with you directly, either via the Support Center or they may reach out separately by email, depending on the urgency and complexity of the issue and the projected resolution timeline.